IT Service Desk Technician

Key Responsibilities

• Serve as the initial point of contact for clients via phone, email, chat, and ticketing system.
• Provide Tier 1 and Tier 2 support for desktops, laptops, printers, mobile devices, and network connectivity.
• Troubleshoot issues with Microsoft 365, Windows/macOS, common business applications, and line-of-business systems.
• Manage, update, and close service tickets in the PSA (Professional Services Automation) system. ConnectWise knowledge preferred.
• Escalate unresolved issues to higher-tier technicians or engineers, following escalation protocols.
• Assist in user account management, including password resets, access requests, and permission changes.
• Perform basic network troubleshooting (switches, firewalls, Wi-Fi, VPNs).
• Guide clients through step-by-step solutions in a clear and patient manner.
• Document all support activities, resolutions, and knowledge base updates.
• Maintain awareness of ongoing client projects and infrastructure changes to provide informed support.
• Participate in on-call rotation and after-hours support as required.

Qualifications & Skills

Required:

• 1–3 years of experience in a technical support, service desk, or help desk role (preferably in a Managed Services or MSP environment).
• Strong understanding of Windows 10/11, macOS, and Microsoft 365 administration.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote monitoring and management (RMM) tools.
• Excellent customer service, communication, and troubleshooting skills.
• Ability to prioritize and manage multiple tickets under time constraints.

Preferred:

• CompTIA A+, Network+, or Microsoft certifications.
• Experience with PSA tools such as ConnectWise Manage or Autotask.
• Exposure to backup, disaster recovery, and cybersecurity best practices.

Job Types: Full-time, Permanent

Pay: $45,000.00-$60,000.00 per year

Benefits:

• Extended health care
• Paid time off

Application question(s):

• Do you currently reside in Edmonton Metropolitan area?
• Are you legally entitled to work in Canada?
• Do you have a valid driver's license and own reliable vehicle?

Work Location: In person